Customer Service Specialist

About the company:

Regulators examine us regularly, and risk, audit and compliance make up a large part of the staff. Operations centers in Los Angeles and two other cities handle deposits, card services and loan servicing.

Position summary:

The previous person in this role moved to another team. The Customer Service Specialist answers customer calls, chats and emails about orders, billing and account changes. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. You can work from home anywhere in the US. We have no office requirement. We use Slack, Notion and Google Meet. Cameras on for team calls.

In this role you will:

• Escalate complaints that need a supervisor or another department
• Explain bills and payment options and take payments over the phone
• Document every interaction in Zendesk or Salesforce Service Cloud
• Answer inbound calls, live chats and emails from a queue
• Notice repeat problems and report them to your team lead
• Update customer records accurately
• Meet targets for handle time, quality score and customer satisfaction

Skills and experience:

• 3+ years of customer service, retail, hospitality or call center experience
• Must pass a background check
• Clear speaking voice and good listening skills
• Reliable attendance. Schedule adherence is tracked
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Basic computer skills (Windows, Outlook, web browsers)

Preferred:

• Experience handling escalations
• Bilingual English and Spanish (pay differential)

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Benefits:

The salary range for this role is $25.00 - $31.00 per hour. This range reflects base salary only.

• Health, dental and vision coverage starting on day one
• 401(k) with 4% match
• Paid time off
• Flexible spending account
• Short- and long-term disability
• Paid parental leave
• Tuition reimbursement

This position requires a background check.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Front Range State Bank Inc..